Upgraded from 15/15 to 100/100 but still no new router

[Onionhasanal]

Hello,

Recently I had a chat with an online agent about upgrading my speeds from the 15 mbps plan to the 100 mbps plan. The agent told me that I will receive a new router free of charge and I will need that new router in order to have access to the new speeds. I have no idea where I can check the tracking on the router since there doesn't say on my orders. It has been almost a week and as of this moment I do have 100 Mbps speeds without the new router. I am just wondering when the new router will arrive and if I need to return the old router.

Thank you

[KH-OrnEsh1]

Hi Onionhasanal,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.